WFM Consultant

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Sabio

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contact centre consultancy • call centre technology • unified communications • ip telephony • workforce optimisation

501 - 1000 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Private Equity Round on 2016-07

Description

• Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions. • Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. • As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. • We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do. • We are currently looking for a passionate and enthusiastic WFM Consultant to join our Delivery team. • We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

Requirements

• Strategic Planning Experience: Would typically have at least 5 years’ operational experience as a Planning Manager or in a Senior Planning role, with demonstrated expertise in capacity planning, scheduling, and real-time management. • Governance and Framework Development: Experience in designing and implementing governance frameworks, including Target Operating Models (TOMs), SOPs, and RACI matrices. • Stakeholder Engagement: Proven ability to build and manage relationships with senior stakeholders, including cross-functional teams and customer planning teams. • Optimisation and Continuous Improvement: Demonstrated ability to assess operational performance, identify opportunities for improvement, and implement optimisation strategies. • Training and Knowledge Transfer: Experience delivering structured training sessions, knowledge transfer workshops, and tailored guidance to customers or internal teams. • Strong understanding of contact centre environments and best practices across the planning lifecycle. • Proven ability in making strategic decisions and solving complex business problems. • Excellent presentation skills at all management levels – both internal and customer-facing. • Good spoken and written English: ability to explain complex issues clearly and in detail. • Desirable skills, experience & knowledge: Experience in the implementation and/or use of WFM platforms such as Verint WFM, Avaya WFM, Genesys WEM, Amazon FCS or similar solutions. • Familiarity with software deployment methodologies and functional solution design. • Experience working with and managing third-party vendors. • Software and solution troubleshooting experience, particularly within WFM environments. • Awareness of contact centre industry trends, both operational and technical, including emerging technologies and methodologies. • Experience in analysing solution performance through benchmarking and reporting, with a focus on ROI realisation.

Benefits

• Pension Scheme • Remote/Flexible work • Life insurance • Private health and dental care • Cycle to work • 28 days paid holiday a year- (this includes three Sabio days) • LinkedIn Learning • Plus many more! (Benefits are dependant on your base location.)